Blog

How To Empower Employees and Ensure a Great Customer Experience

May 22, 2019 Kaylene Eckels How To Empower Employees and Ensure a Great Customer Experience

Employee empowerment has many benefits. Empowered employees tend to be more committed to the company, which translates into lower turnover rates, improved processes, and greater…

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Essential Customer Service Skills for Every Call Center Agent

May 15, 2019 Jim Iyoob Essential Customer Service Skills for Every Call Center Agent

As the primary point of contact in the customer experience, call center agents to play an integral role in the success of a company. A…

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Hit your class with a BEAM!

May 08, 2019 Matthew Cole Hit your class with a BEAM!

My daughter (McKenna) is in kindergarten and her teacher (Ms. Dee) is an excellent facilitator, experienced in her role, a creative thinker and a real…

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The Top 5 Contact Center Trends for 2019

May 01, 2019 Shawndra Tobias The Top 5 Contact Center Trends for 2019

Contacting a company in the hopes of resolving an issue only to receive less-than-impressive service is likely a scenario you’ve personally encountered at least once…

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Is the Servant Leadership Model Paternalistic?

Apr 24, 2019 Matt Rocco Is the Servant Leadership Model Paternalistic?

Imagine this. You are invited to a board meeting, and everyone is getting settled. While putting his cup down, the CEO accidentally spills coffee onto…

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4 Employee Engagement Trends To Watch in 2019

Apr 17, 2019 David Carrizales 4 Employee Engagement Trends To Watch in 2019

Long gone are the days of solely focusing on customer satisfaction. While nearly every company will agree that keeping the customer experience (CX) at the…

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Artificial Intelligence: Streamlining Contact Center Technology

Apr 08, 2019 Jim Iyoob Artificial Intelligence: Streamlining Contact Center Technology

It is hard to believe it now, but artificial intelligence used to be nothing more than a futuristic dream. It was portrayed in old movies…

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Tips To Improve Quality Monitoring

Apr 02, 2019 Shawndra Tobias Tips To Improve Quality Monitoring

We monitor calls to ensure that minimum quality standards are achieved.  However, call monitoring is not only for identifying problems and agent opportunities but also…

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8 Principles That Will Lead You to A Successful Servant Leadership

Mar 25, 2019 Matt Rocco 8 Principles That Will Lead You to A Successful Servant Leadership

Servant leadership is or should be the bedrock of all organizations. It is based on the principle of growth through individual recognition and achievement. The…

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6 Tips to Spot Phishing Attack Emails

Mar 22, 2019 Ronnie Mize 6 Tips to Spot Phishing Attack Emails

Phishing attacks could be compared to actual fishing. The scammer creates an email that includes an enticement, essentially baiting the hook. Their next step is…

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